Welcome! This repository contains frameworks, checklists, and processes refined over the years as a Support Manager, Delivery Manager, and Technical Project Manager. It’s designed to help build high-performing, engaged, and reliable teams, especially in fast-paced, customer-facing environments.
- ✅ Practical onboarding checklists — Comprehensive guides for effectively onboarding new team members.
- 🚨 Escalation process templates — Clear and actionable steps for escalating incidents and issues.
- 🧑💼 Stakeholder management strategies — Templates and tools for managing key stakeholders and ensuring successful collaborations.
- 🔄 Delivery framework — A lightweight framework designed to streamline the delivery process and improve efficiency.
- 📊 Team health metrics — Tools to assess and improve team performance and well-being.
- 💬 Communication templates — Ready-to-use templates for internal and external communication in service delivery.
- 🛠️ Incident response plan — Structured approach to handling incidents and minimizing their impact.
- 🗣 Team rituals — Best practices for team meetings, retrospectives, and continuous improvement.
- 🎯 ITIL practices — Guidance and templates for aligning processes with ITIL® best practices.
Whether you're leading support, delivery, or technical operations, this playbook is built to scale and adapt.
Let’s create clarity, ownership, and momentum — one play at a time.
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Team Lead Playbook - A practical toolkit designed for Support Managers, Delivery Leads, and Customer Success teams, including:_
- ✅ Onboarding flows
⚠️ Escalation frameworks- 💼 Stakeholder templates
- 🏥 Team health & retrospectives
- 📊 ITIL-aligned service planning
This playbook is based on real-world frameworks and helps teams thrive in high-performance, customer-facing environments.
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Open Leadership Framework - A comprehensive framework for open leadership, detailing principles, practices, and skills to empower leaders in open communities._
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ITIL Notes - A repository dedicated to ITIL (Information Technology Infrastructure Library) concepts, providing structured notes and study materials._
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ITIL 4 Foundation Course - A repository that accompanies a complete course on ITIL 4 Foundation, including practice exams and study guides.
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ITIL v3 Exam Preparation Course - Materials for preparing for the ITIL v3 Foundation exam, including slides and practice exams._
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Incident Management Framework - A generic incident management workflow implemented using Camunda BPM, demonstrating practical process management. This framework provides structured processes and templates for managing and responding to service disruptions, minimizing downtime, and restoring service.
- ITIL® v3 Expert Certificate in IT Service Management
Credential ID: 9980070074711228
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I’m passionate about sharing knowledge on team-building and managing high-performing teams, especially in customer-facing and fast-paced environments. Feel free to reach out with any questions or feedback on these frameworks.